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Below are some questions we most often hear. Please call us if your question is not listed!

How do I reserve my vacation rental property?

You may reserve your property online or by contacting our team at rentals@akersellis.com or 843.768.4545. We will send you the electronic contract which needs to be completed to confirm your reservation.

Please understand that inquiring about a property does not hold it for you and it could be reserved by another guest while you are making a final decision.

Where can I download your mobile app?

You may download our mobile app from Google play or iTunes. Alternatively, you may access the online guest portal login page here. After your final payment has been processed, the app or guest portal allows you to view your arrival information, including driving directions and access information, as well as other details regarding your vacation rental property. You may invite additional members of your party to access your rental details as well.

I have an upcoming reservation and have questions about the property – who do I contact for assistance?

You may download our mobile app from Google play or iTunes. Alternatively, you may access the online guest portal login page here. After your final payment has been processed, the app or guest portal allows you to view your arrival information, including driving directions and access information, as well as other details regarding your vacation rental property. You may invite additional members of your party to access your rental details as well.

The lock box code for your rental property is available the day of your arrival. To access the lock box code, simply login to our app with your email address and arrival date, then click on Access My Rental.

Please contact our team at rentals@akersellis.com or 843.768.4545 if you need further assistance and have your reservation number available.

What is your payment schedule? What forms of payment do you accept?

An initial payment of 35% is due at the time of reservation. The remaining balance is due 45 days prior to the arrival date (90 days for select properties).

We accept credit cards (Visa, Master Card, Discover, American Express) or electronic checks (eChecks).

What are the service and damage waiver fees? Are they refundable?

The service fee is an administration charge that covers check and credit card fees and processing reservations. The damage waiver fee is dictated by the property owner’s insurance policy and protects the property owner and guest against minor damages and/or repairs resulting from accidental and non-negligent damages. Neither fee is refundable.

What taxes are applied to a reservation?

State and county taxes are applied to all reservations. Currently, the state tax is 9.5% and the county tax is 3%.

What is your cancellation policy?

All cancellations must be in writing via mail to 3730 Bohicket Road, Suite 5, Johns Island, SC 29455 or via email to rentals@akersellis.com. To protect all parties, we have a strictly enforced policy for cancellations.

For most properties: Cancellations received more than 45 days prior to the date of arrival are subject to a full refund, less the service fee plus related tax. Cancellations made within 45 days of the date of arrival will result in the forfeiture of all payments made, unless travel insurance is purchased and the need to cancel is covered under the policy.

For select properties, as disclosed in the property description: Cancellations will result in the forfeiture of all payments made, unless travel insurance is purchased and the need to cancel is covered under the policy. 

We are not responsible for the weather or other Acts of God and there will be no refunds for such events. The only way to ensure a refund for such is to purchase travel insurance.

Do you offer travel insurance?

Yes, we are proud to offer our guests one of the best vacation rental protection policies in the industry. Trip Cancellation and Travel Insurance covers you and your vacation investment when many unexpected and unforeseen circumstances occur.

Travel insurance is optional and may be added to your reservation up to 45 days (90 days for select properties) of your arrival date. Once purchased, travel insurance may only be canceled within ten (10) days of purchase. Reservations made within 45 days (90 days for select properties) of your arrival date may still elect to add travel insurance after verification from the insurance provider. The cost for this insurance is 7% of your total booking charges.

We recommend you purchase travel insurance at the time of booking to ensure the best coverage. In addition to protecting your vacation investment against many unforeseen circumstances like natural disasters, hurricanes or an illness or injury to someone in the traveling party, Travel Insurance has other advantages including 24/7 emergency services hotline and medical coverage while you are at your destination.

For complete details on the program, please visit this website or call 888.885.5550.

What is your policy regarding hurricanes or other inclement weather?

We are not responsible for the weather or other Acts of God and there will be no refunds for such events. The only way to ensure a refund for such is to purchase travel insurance.

What are check-in and check-out times?

Check-in time is 4:00 PM. Check-out time is 10:00 AM. Requests for early check-ins or late check-outs are honored as available; however, confirmation of this opportunity cannot be granted until 1-2 days prior to your arrival or departure date.

Where do I check-in?

Upon arrival to the island, you will go directly to your vacation rental.

You will receive an email containing your gate pass(es) to print prior to your arrival.

The lock box code for your rental property is available the day of your arrival via our mobile app (you may download it from Google play or iTunes). To access the lock box code, simply login to our app with your email address and arrival date, then click on Access My Rental.

How do I check-out?

Please ensure all exterior doors and windows are closed and locked. Please return the key to the lock box and ensure other keys are left with the property binder.

What if I need assistance with the property during my visit?

Please contact our team at rentals@akersellis.com or 843.768.4545 for assistance. Standard office hours are Monday through Friday from 8:30 AM to 5:00 PM. A team member is on call to monitor voicemails and emails received outside of standard office hours and respond accordingly based on the nature of the call.

What is included in the rental unit? How is it stocked? What do I need to bring to enjoy my vacation?

Bed and bath linens are included, but guests should bring their own beach towels.

The kitchens are equipped with standard items to correspond with the maximum occupancy permitted for the rental property. A starter supply of bath amenities, paper products (toilet paper, paper towels), and other supplies (trash bags, dishwasher and dish soap, laundry detergent) are also placed in the property prior to your arrival.

To make your stay as comfortable as possible, here are a few items you may want to bring:

  • Beach/pool towels
  • Beach chairs and umbrella *
  • Beach/pool toys
  • Sports equipment *
  • Bicycles *
  • Cribs, highchairs, and other baby equipment *
  • Sunscreen
  • Groceries
  • Condiments and spices
  • Food storage bags, foil, and/or plastic wrap

Please note that some of the above items may be at the rental property. Some owners provide additional supplies for their guests, and items left behind from previous guests that are in good, sanitary condition may be left at the property for enjoyment by future guests.

*These items may be rented. Please reference the applicable section within our app or guest information guide.

Can you offer assistance with activities, such as dining, golf, tennis, bicycle rentals, baby equipment rentals, beach chairs, transportation, kayak rentals or tours, babysitting/childcare services, additional housekeeping services, private chef services, boating tours, etc?

Please reference the applicable section within our app or guest information guide.

Is housekeeping service provided during my stay?

The property is cleaned before your arrival and after your departure. Additional housekeeping services are available. Fees for additional housekeeping requests vary based on the property and your specific needs or requests. Typically, a 72-hour notice is needed to arrange housekeeping services during your stay; however, we will make every attempt to coordinate those on shorter notice when possible.

Are washers and dryers included in the properties?

Washers and dryers are included with most properties. Shipwatch Villas offer communal washer and dryer facilities within the building.

Do your rental properties have wireless internet service?

High speed wireless internet is available in most properties at no additional fee. There may also be nearby open networks available for your use.

How far is my property to the beach?

The estimated walk or bike ride time is indicated in the property description.

Do you offer any rental properties with pool access?

Many of our homes feature private pools, and several of our homes and villas offer access to community pools. Private or community pools are indicated in the property description. Additionally, you may search the pool category within our app.

Are your properties with private pools able to be heated?

Some homes offer heated private pools and will be indicated in the property description. Additionally, you may search the heated pool category within our app.

Do you offer any rental properties with resort access?

Our rental guests have access to Kiawah’s amenities of golf, tennis, spa, dining, and children’s camp. However, access to resort pools is restricted to guests renting properties managed directly through the resort. The resort does not allow guests renting properties not directly managed by them to purchase access to resort pools.

Do you offer any rental properties that are pet friendly?

Some property owners allow pets on a case by case basis. Please contact our team at rentals@akersellis.com or 843.768.4545 for further assistance.

Do you offer any rental properties that have elevators?

Some private homes and villa buildings have elevators for guest use. Please contact our team at rentals@akersellis.com or 843.768.4545 for further assistance.

Do you offer any rental properties that are more accessible for elderly or disabled persons?

We manage several first floor villas and a few single story homes. Additionally, some private homes and villa buildings have elevators for guest use. Please contact our team at rentals@akersellis.com or 843.768.4545 for further assistance.

Are the properties non-smoking?

All of our properties are non-smoking.

How close is the nearest grocery store?

The Village Market is the nearest grocery store, which is located in Freshfields Village about two miles outside the island’s main gate. A small grocery, offering the most basic necessities, is also located within Town Center Market in Kiawah’s East Beach Village.

What are the dining options both on and off the island?

There is a wide variety of dining options both on and nearby the island as well as historic downtown Charleston. Please also reference the dining section within our app or guest information guide.

How close are major attractions and activities from my rental property?

There are many activities both on and off the island. Please visit the Charleston Area Convention and Visitor Bureau’s website for additional nearby attractions and events. Historic downtown Charleston is about a 40 minute drive from the island’s main gate. Please review our app or guest information guide for additional information.

Where can I find more information about Kiawah Island and the Charleston area?

Visit the Town of Kiawah Island’s website for information about the island. View Kiawah Island Community Association’s community standards.

Visit the Charleston Area Convention and Visitor Bureau’s website for information about Charleston and the surrounding area.

How close is Kiawah Island to downtown Charleston?

Historic downtown Charleston is about 40 minutes from the island’s main gate.

How close is Kiawah Island to Charleston International Airport?

Charleston International Airport is about 45 minutes from the island’s main gate.